CS Program Manager

Responsibilities

We are looking for an exceptional Program Manager to join our growing team. As a Program Manager within the Customer Success organization, you will play a pivotal role in driving strategic initiatives related to Architecture and Enablement Strategy. You will be instrumental in ensuring the successful execution of key projects, fostering cross-functional collaboration, and operationalizing critical programs like the Black Belt program. This role demands a highly organized and proactive individual with a passion for driving efficiency and excellence in customer success. You will also be responsible for:

Project Management & Coordination:

• Assist the Architecture & Enablement Strategy teams with comprehensive project management, ensuring timely and efficient execution of initiatives.

• Define, develop, and maintain detailed project plans, including timelines, milestones, and resource allocation.

• Monitor project progress, identify potential risks, and implement mitigation strategies to ensure successful outcomes.  

• Facilitate regular project meetings, track action items, and provide status updates to stakeholders.

Strategic Initiative Planning:

• Collaborate with leadership to define project plans for key strategic initiatives within the Customer Success organization.

• Translate high-level strategic goals into actionable project plans, ensuring alignment with overall business objectives.

• Conduct thorough analysis to identify opportunities for process improvement and efficiency gains.

Cross-Functional Collaboration:

• Support coordination and communication with multiple cross-functional teams, including Product, Engineering, Sales, and Marketing.

• Act as a liaison between teams, ensuring seamless communication and alignment on project goals.

• Facilitate workshops and meetings to drive collaboration and problem-solving.

Black Belt Program Operationalization:

• Support the definition and operationalization of the Black Belt program, a key initiative for advanced customer enablement.

• Develop program documentation, including processes, guidelines, and training materials.

• Coordinate the logistics and execution of Black Belt training sessions and workshops.

• Monitor program effectiveness and identify opportunities for continuous improvement.

• Support the Black Belt teams with any program related needs.

Reporting and Analysis:

• Develop and maintain project dashboards and reports to track progress and identify key performance indicators (KPIs).

• Analyze project data to identify trends and insights, and provide recommendations for improvement.

RequirementsQualifications / Experience / Technical Skills

• Bachelor’s degree in Business Administration, Project Management, or a related field.

• Proven experience in program management, preferably within a technology or SaaS environment.  

• Strong understanding of customer success principles and practices.

• Excellent project management skills, with the ability to manage multiple projects simultaneously.

• Strong analytical and problem-solving skills.  

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.  

• Proficiency in project management tools and software.  

• Experience with iPaaS or similar technologies is a plus.

• Experience with building out enablement programs is a strong plus.

Soft Skills / Personal Characteristics

• Highly organized and detail-oriented.

• Proactive and self-motivated.

• Ability to thrive in a fast-paced, dynamic environment.

• Strong problem-solving and decision-making skills.

• Customer-centric mindset.

For California applicants, the pay for this role begins at $85,000 plus variable, benefits, perks and equity.

(REQ ID: 1991)